SMART KPIs Guideline

Section (1):
1. When allocating weights for KPIs areas of each job, please note:
The Performance/KPI Appraisal section measures the employees level of achievement in the
Key Performance Indicators (KPIs). The 4 KPI factors are generic factors applicable to all OC jobs
and are MANDATORY. This section Weights 70% from the overall Performance Appraisal. The
total weight must equal 100%.

a) Factor #1 (job target achievements), is a mandatory factor for all positions and its weight
should be from 45% to 55%.
b) Factor #2 (Internal / external customer satisfaction), is a mandatory factor for all positions and
the weight should be form 10 % to 15% and in some position it might reach 20%.
c) Factor #3 (Quality/service & process standards), is a mandatory factor for all positions and its
weight should be from 10% to 15%.
d) Factor #4 (Health, safety & environment), is also a mandatory factor for all employees who
work in projects and its weight should be from 15% to 20% according to the job nature. As for
head office employees, you can make it less than this percentage and it can be from 5% to 10%.

Human Resources Organization Development Unit

2. When setting KPIs under each area, it has to be SMART KPIs: (Specific, Measureable, Achievable,
Relevant, and Time bound). Thus, you should complete the measurement standards mentioned in
the form by number, percentage, units, deadline, duration, or quality statement in order to be easily
measured and rated in the appraisal time.
a. Specific for each employee under each KPIs area. For example, you can breakdown the area of
1- Internal / External customer satisfaction: by one or more of the following items:

Minimize number of complaints by % or numbers.

Specify number of appreciation mails or letters.

Specify the time taken in closing cases.

Number of negative or positive comments on the employees appearance and his

business etiquette style in the workplace.

Use Questionnaire results and specify the % or number of positive or negative results
previously.

2- Job Target achievement..: by one or more of the following items:

Specific job objectives (not tasks).

Specific output related to the job and department.

3- Quality / Service & Process standards: by one or more of the following items:

Minimize Number of errors in the same process.

Deploy standardized work processes and corporate measurement systems through

education and training.

Implement standardized work process

Track, monitor, and report required information

Number of non-conformance issues

Number of change requests and root causes

Cost of Rework (permitted or unpermitted)

The average cost recorded with administrative errors per revenue

Number of exceptions at turnover

Use specific Document format and design.

Human Resources Organization Development Unit

4- Health, Safety & Environment: by one or more of the following items:

Percentage of staff with adequate occupational health and safety training.

Total of hours in safety and health training in the month.

Percentage of issues raised by H&S Reps acted.

Percentage of occupational health and safety committee recommendations

implemented.

Number of accidents per year.

Number of reportable accidents year (0 accidents)

Lost time (in hours) due to non-fatal accidents per year

Amount of energy saved due to conservation and efficiency improvements.

Average electrical consumption per employee or department / project.

Energy costs per unit or dept.

Number of paper pages used per employee per month

Percentage of hazardous operational waste

Number of incidents of disorganized documents.

Number of incidents of disorganized and unclean office.

Smoking time and place.

Number or cost of resources used by the employee per month/ year.

Human Resources Organization Development Unit